FAQ'S

Instant answers to our most popular customers questions.

PRODUCT

How can I clean my case?

We recommend using a damp cloth and no harsh chemicals. Mild soap and water should do the trick.

What does drop protection mean?

Great question! Most PadaSnap cases are designed and extensively tested by a 3rd party laboratory for durability up to a height of 10 ft. We also have some cases tested up to 15'.

While no case manufacturer can guarantee that you will not incur damage when a device is dropped, we design and build for durability and protection to help keep your device safe.

Help! I can't get my case off my device.

All of our cases are designed to fit snugly on your device.

We recommend holding the device securely in one hand with the camera facing towards you. Gently use your thumb to push through the camera hole, while pulling the case off around the edges of the phone in the opposite direction.

My item was damaged upon delivery. What do I do?

If your item has arrived damaged or incorrect, please contact us within 48 hours of the item's arrival for a resolution.

ORDER

My discount code is not working. What can I do?

First, make sure that the item you’re attempting to purchase is not already marked down— if an item is marked down, the code will not be applied to your order at checkout. If you’re purchasing multiple items and your discount code isn’t working, please make sure that no items in your shopping cart are marked down.

Then, enter the code as you received it (without extra spaces or dashes). Make sure you don’t have another code already applied to your purchase— only one code may be applied per order.

If you are still having trouble with the discount code, please reach out to our experienced support staff HERE .

The address on my order was entered incorrectly - can this be fixed?

Orders placed with standard shipping can be modified or cancelled up to 30 minutes after they've been placed. They are then processed and sent to our fulfillment center. Orders placed with expedited shipping will be processed immediately and cannot be modified or cancelled. The package will ship to the address provided when submitted.

Please reach out to CONRACT US for assistance and our team will be happy to help you with a replacement order.

** Please note that additional shipping charges will be applied to reship the order to a corrected address.

I did not receive an order confirmation but the funds were deducted from my account?

We recommend you check your SPAM or TRASH folders to be sure the email is not hidden. If you are unable to locate the confirmation, most often this occurs when the email address was entered incorrectly during check out, or perhaps an alternate address was used in error?

We are happy to verify the order for you. Please chat with us online or CONRACT US and we will be happy to assist!

I did not receive my order. What can I do?

Please click here to reach our Customer Support Team about your order.

SHIPPING

How long does shipping take?
If you selected free US shipping, orders ship first-class within 2-3 business day and take 6 -8 business days to deliver, depends on your location.

Do you ship internationally?

Yes, we ship internationally.

My order says delivered, but it hasn't. What do I do?
This happens from time to time as the carrier may have prematurely marked the package "delivered" before its arrival or delivered to the wrong location. We recommend checking with your neighbors and the local postal office first. If it's not found within 3 days after marked "delivered", please let us know here.

Why hasn't my tracking link been updated?

Sometimes tracking links don't update daily, and can take 48-72 hours to update. If it hasn’t updated, don’t worry. Your package is still on it’s way to you and should update soon! If you do not see updates for more than 72 hours, please contact us here.

RETURN/WARRANTY

How do I submit a claim for a warranty replacement?

Most of our items have a replacement warranty if there is a defect in materials and workmanship under normal use. Click here to view our policy and submit a claim .

How long will it take me to receive my warranty replacement?

Once your claim has been approved and have finalized your replacement order, the delivery time with standard shipping is 7 to 12 days.


I returned an item. When will I receive my refund?

All returns are processed within a few business days once they are received at PadaSnap. Refunds are processed back to the original method of payment. We recommend allowing up to 5 business days for the refund to your reflect on your account. Processing time may vary depending on the financial institution.

I was sent the wrong item. What should I do?

Our experienced Customer Support Team can help you get the right item. Please CONTACT US and we will be happy to get this corrected for you!

Can't find what you're looking for?

Send us an email to tell us what's up and our Customer Service team will get back to you as soon as possible. Be sure to include your order number (if you have one).

Please email us at support@padasnap.com